Peer Counselor Supervisor/Customer Service Representative

The Peer Counselor Supervisor/Customer Service Representative provides leadership and operational oversight for Peer Counselors serving at the front counter of the Financial Aid and Scholarships Office. This position ensures the delivery of accurate, efficient, and compassionate customer service to students, families, and campus partners while supporting key financial aid operations. In addition to supervising Peer Counselors, this role coordinates recruitment, training, scheduling, and performance management activities for student employees. The position also supports financial aid processing through verification review, professional judgment triage, award adjustments, document management, and loan processing support. The incumbent collaborates with local high schools and the James Madison University (JMU) community to deliver presentations and workshops promoting financial literacy and financial aid awareness.